Quality Analyst

Nairobi - Kenya

Monthly Salary: Not Disclosed

Experience Required: 1-3years

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Responsibilities

Monitor and evaluate customer interactions (calls emails chats) to ensure compliance with quality standards processes and product guidelines.
Assess agent performance in handling telematics-related inquiries including device usage platform navigation troubleshooting and service support.
Provide structured actionable feedback to customer-facing teams to improve service delivery and customer satisfaction.
Identify recurring issues service gaps and process inefficiencies impacting the customer experience.
Collaborate with training and operations teams to address skill gaps through targeted coaching and training programs.
Track and analyze quality metrics customer satisfaction scores and performance trends to drive continuous improvement.
Support the development and refinement of quality assurance frameworks scorecards and evaluation criteria specific to our services.
Ensure adherence to regulatory requirements data privacy standards and company policies in all customer interactions.
Participate in calibration sessions to maintain consistency and fairness in quality evaluations.
Prepare and present quality reports and insights to leadership highlighting trends risks and improvement opportunities.
Support the rollout of new products or features by ensuring quality standards are updated and teams are well-prepared.

Requirements

Requirements

Bachelors degree in Business Administration Information Technology Telecommunications or a related field.
24 years of experience in Quality Assurance Customer Experience or Call Center Operations preferably within telematics fleet management or IoT-based services.
Basic understanding of telematics systems including GPS tracking vehicle monitoring and fleet management platforms.
Experience in evaluating customer interactions (calls emails chats) using QA frameworks and scorecards.
Strong knowledge of quality assurance methodologies performance metrics and continuous improvement practices.
Proficiency in CRM systems QA tools and data analysis/reporting tools (e.g. Excel dashboards).
Excellent analytical skills with the ability to identify trends root causes and improvement opportunities.
Strong communication and interpersonal skills with the ability to deliver constructive feedback and coaching.
High attention to detail and commitment to maintaining accuracy and consistency in evaluations.
Ability to work collaboratively with cross-functional teams including operations training and product teams.
Familiarity with regulatory requirements data privacy standards and compliance practices is an added advantage.
Ability to adapt quickly in a fast-paced technology-driven environment.

ResponsibilitiesMonitor and evaluate customer interactions (calls emails chats) to ensure compliance with quality standards processes and product guidelines.Assess agent performance in handling telematics-related inquiries including device usage platform navigation troubleshooting and service suppo...

Responsibilities

Monitor and evaluate customer interactions (calls emails chats) to ensure compliance with quality standards processes and product guidelines.
Assess agent performance in handling telematics-related inquiries including device usage platform navigation troubleshooting and service support.
Provide structured actionable feedback to customer-facing teams to improve service delivery and customer satisfaction.
Identify recurring issues service gaps and process inefficiencies impacting the customer experience.
Collaborate with training and operations teams to address skill gaps through targeted coaching and training programs.
Track and analyze quality metrics customer satisfaction scores and performance trends to drive continuous improvement.
Support the development and refinement of quality assurance frameworks scorecards and evaluation criteria specific to our services.
Ensure adherence to regulatory requirements data privacy standards and company policies in all customer interactions.
Participate in calibration sessions to maintain consistency and fairness in quality evaluations.
Prepare and present quality reports and insights to leadership highlighting trends risks and improvement opportunities.
Support the rollout of new products or features by ensuring quality standards are updated and teams are well-prepared.

Requirements

Requirements

Bachelors degree in Business Administration Information Technology Telecommunications or a related field.
24 years of experience in Quality Assurance Customer Experience or Call Center Operations preferably within telematics fleet management or IoT-based services.
Basic understanding of telematics systems including GPS tracking vehicle monitoring and fleet management platforms.
Experience in evaluating customer interactions (calls emails chats) using QA frameworks and scorecards.
Strong knowledge of quality assurance methodologies performance metrics and continuous improvement practices.
Proficiency in CRM systems QA tools and data analysis/reporting tools (e.g. Excel dashboards).
Excellent analytical skills with the ability to identify trends root causes and improvement opportunities.
Strong communication and interpersonal skills with the ability to deliver constructive feedback and coaching.
High attention to detail and commitment to maintaining accuracy and consistency in evaluations.
Ability to work collaboratively with cross-functional teams including operations training and product teams.
Familiarity with regulatory requirements data privacy standards and compliance practices is an added advantage.
Ability to adapt quickly in a fast-paced technology-driven environment.